Versa 3 stuck on the Fitbit logo

[Gatesrp]

My versa 3 has just stopped working appears stuck on the blue logo screen when connecting to charge. The device was fully charged however when it’s removed from charger just a blank screen. No back lights are showing. I have cleaned terminals & tried different chargers & usb points to no avail. Strange had a similiar issue a month or so ago & then out of the blue it started working again but seems this time it’s totally died. The watch is only a couple of years old but obviously out of warranty 


Moderator Edit: Clarified subject

[MarreFitbit]

Hi there, @Gatesrp. Welcome to the Fitbit Community Forums. Thanks for bringing this to my attention and for the troubleshooting steps you've tried. I'm sorry to hear that your Versa 3 is still unresponsive. I understand how annoying this can be, I will do my best to help you with this!

To better assist you, please confirm that you've tried all tips and recommendations provided here Why isn't my Fitbit device's battery charging?

If the above doesn't work, connect your Versa 3 to the charger and try the following (while it's connected to the charging cable and even if some of them you've tried already):

• Unpair your Versa 3 from your phone's Bluetooth and Fitbit app.
• Unpair other Bluetooth devices that you may also have paired to your phone's Bluetooth settings.
• Force quit the Fitbit app.
• Turn off other Bluetooth connections when not in use. This can help to prevent connectivity issues or Bluetooth interference.
• Shut off your phone and turn it on after 1-2 minutes.
• Turn on the Bluetooth on your phone.
• Plug it into the charging cable and open the Fitbit app.
• Set up your Versa 3.
• If there is no connection, restart your Versa 3.
• Once your Versa 3 is paired and syncing, please proceed to set up your other Bluetooth devices to your phone again. 

With the steps above, what I want you to do is to pair your Versa 3 first to your phone's Bluetooth settings before any other Bluetooth device is connected to your phone. 

[Gatesrp]

Many thanks for your reply. I have followed these steps as suggested however I have been unable to locate my versa via the Fitbit app or Bluetooth despite rebooting. The versa is on charge but all that shows on the screen is the blue logo no back lights and you are unable to scroll or change the screen. I am really at a loss as to what to do so upsetting and disappointing.Is there anything else I can do or what are my options in please

[Kel_P]

Another point: make sure you are trying to pair to the correct Versa type (ie make sure it is a 3 and not a 2, etc.).

[Gatesrp]

Thanks yeah it is definitely the Versa 3 but comes up saying not found even though it’s on charge and has the logo on the screen

[MarreFitbit]

@Gatesrp Thanks for trying the steps I recommended. As our last resort, I'd recommend performing a factory reset on your Versa 3. Important: Take into consideration that a factory reset deletes any stored data, which includes all data that hasn't synced to your Fitbit account and your applications, alarms, etc. 

With the above being said, please proceed with the steps below in the order listed: 

1. Don’t plug the Fitbit device into the charging cable. 
2. Press and hold the button for about 8 seconds until the screen turns off. 
3. After the screen turns off, you’ll feel a short vibration:
   1. When you feel the vibration, release the button and immediately press and hold the button again.
   2. Wait until the blue logo appears, then disappears:
      1. Immediately release the button and then immediately press and hold it .again, until you feel a vibration.
      2. After you feel the vibration, release the button. 
         • This vibration indicates you started the factory reset. 
         • After the Fitbit logo appears, the Fitbit device shows the image with the phone icon and setup indicator. 

Once the above has been done, you can now proceed to set up your Versa 3 again by following the steps provided here How do I set up my Fitbit device?

@Kel_P Thanks for your help! 

[Gatesrp]

Hi yes I did already perform the factory reset before however the logo sign only comes on when the versa is connected to the charger. When disconnected the screen is just blank and will not boot up despite holding the button. The issue seems to be that there are no back lights on the versa despite it having been fully charged and all terminals cleaned 

[MarreFitbit]

@Gatesrp Since all the steps you tried didn't work, you have a Versa 3 and report it's stuck on the Fitbit logo, I need additional information from you that would best be shared privately. I’m sharing a link to a form for you to fill out so we can look into this further. 

This form is only meant for you to use, so let me know once you’re done. Click here to get access to it. 

[Gatesrp]

Hi Marre thanks for coming back to me I have completed the form as requested and look forward to hearing from you guys hopefully with a resolution. 

kind regards

Rob

[Norman642]

I have the same issue with my versa 3. I have tried all the suggestions here and nothing works. Can you help me?

[Gatesrp]

Hi Norman

unfortunately there appears no resolution the guys have basically offered me a discount of another purchase but is limited to the google shop so not many options. I have gone back to see if this can be extended to other stores but there appears no fix for this issue which is disappointing to say the least coupled with the fact the Versa is now out of warranty.

[Norman642]

Thanks for messaging me I'm very disappointed in Fitbit. They really should
replace the watches at no charge since this is a know issue and they've
done nothing to fix it. The watches are so expensive that I really hesitate
to buy another.

[Gatesrp]

I don’t disagree with you at al and I must admit I am reluctant to pay another 3 figures again only for the issue to happen again in a couple of years. As you say it’s not as if these are inexpensive watches. The discount voucher they have provided a only useable at google store not high street retailers so again very limited to actually get a decent deal